EVALUATING THE EFFECTIVENESS OF PUBLIC WORKS ACCREDITATION ON QUALITY OF SERVICE

Using a self-administered survey of 166 public works employees, this study examines the effects of accreditation on the towns of Greeley, Colorado, and Schaumburg, Illinois, currently the only communities to have completed the accreditation process. Results from chi-square tests and correlation coefficients indicated that communication among employees and communiation between management and staff are statistically significant factors in the quality of service provided by employees. The other important factor correlated with quality of service was job knowledge that comes fro the accreditation process. Findings suggest that benefits from accreditation, such as increased communication and job knowledge, are not captured in traditional performance measures of public works departments. Conclusions suggest that although higher quality of service can be a reason to pursue accreditation, administrators should consider survey techniques to capture its benefits.

  • Availability:
  • Corporate Authors:

    Sage Publications, Incorporated

    2455 Teller Road
    Thousand Oaks, CA  United States  91320
  • Authors:
    • Tzoumis, K A
    • Delaney, K I
  • Publication Date: 1999-4

Language

  • English

Media Info

Subject/Index Terms

Filing Info

  • Accession Number: 00762366
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Apr 27 1999 12:00AM